Customer Feedback Sentiment Analysis

AWS Comprehend, Lambda orchestrated by Step Function build with Serverless Framework. The results are stored in DynamoDB

• The user uploads a CSV file with the feedback to S3
• There are two language EN & ES in which the customer had given their feedback
• S3 triggers a Lambda to read the file
• Step Function does batch processing of the feedback by language using AWS Comprehend
• This application inspects a batch of documents and returns an inference of the prevailing sentiment, POSITIVE, NEUTRAL, MIXED, or NEGATIVE, in each one
• The processed files are copied to another S3 bucket
• The number of documents in the request has a limit of 25

Sample CSV file

datetime,account_number,language_code,text

• 2/12/01,333,en,you are awesome
• 2/13/01,375,es,Eres asombroso

Future enhancement

• Move the DynamoDB Put request from computeSentiment Lambda function to Step Functions
• Generate customer sentiment from the call recording with the IVR
• Use AWS Transcribe to convert it into text and then use the above flow